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  1. #1
    Join Date
    Aug 2011
    Location
    Myrtle Beach SC
    Posts
    94

    Scheduling & Procedures

    I need some help with scheduling a procedures.

    Here is the criteria:

    Our business is service and installation.
    We are a small company with 2 office workers and 3 field techs. 309 customers and 27 active customers out of the 309.(309 customers that have done business with us in the last two years and 27 on a regular basis) Most of our customers are commercial and a few are residential. Our commercial customer base is refrigeration and ice making.

    Here is the problem:

    Seemingly every time we are on an installation job we get called to a service call and have to leave the installation job.
    This becomes frustrating for us and the customer.

    I need some ideas for basic scheduling and some procedures for taking call and forwarding that to the field.

    I am really frustrated and need some advice here.

    Thanks.

  2. #2
    Join Date
    May 2007
    Location
    Dry as a bone Tucson
    Posts
    4,207
    Quote Originally Posted by Adamscarpentry View Post
    I need some help with scheduling a procedures.

    Here is the criteria:

    Our business is service and installation.
    We are a small company with 2 office workers and 3 field techs. 309 customers and 27 active customers out of the 309.(309 customers that have done business with us in the last two years and 27 on a regular basis) Most of our customers are commercial and a few are residential. Our commercial customer base is refrigeration and ice making.

    Here is the problem:

    Seemingly every time we are on an installation job we get called to a service call and have to leave the installation job.
    This becomes frustrating for us and the customer.

    I need some ideas for basic scheduling and some procedures for taking call and forwarding that to the field.

    I am really frustrated and need some advice here.

    Thanks.
    I am a one man shop and schedule installs for early am and service in the afternoon. Most installation customers expect you to start early,and most people wanting service consider it fortunate to get scheduled the same day they called. I did it this way when I had 10 guy's and do it the same today. I'm sure you don't have to baby sit the install job. Another thing that worked for me when I had more people was to leave Monday open in the am for pick up work, service requests from the weekend's, and truck stocking & organization. Installs were scheduled Tuesday-Friday.
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  3. #3
    Join Date
    Aug 2011
    Location
    Myrtle Beach SC
    Posts
    94
    Do you have any rules you follow for scheduling?

    "I have been asked to figure out a better way to schedule."

  4. #4
    Join Date
    Jul 2011
    Location
    East coast USA
    Posts
    956
    Quote Originally Posted by Adamscarpentry View Post
    Do you have any rules you follow for scheduling?

    "I have been asked to figure out a better way to schedule."
    Office personal needs to fields calls and vet them out, whats an emergency and not. If a service call can wait then hit it first thing in morning or when you can that day.

    But i would rotate a tech to be the, Service Tech. if your more then a hour from your field of service, keep one tech close to home doing PMs, sales or what ever.

    Most commercial companies understand and will wait, but some cant. those are the ones you need to take care of or you will lose them

  5. #5
    Join Date
    Oct 2010
    Location
    Baton Rouge, LA
    Posts
    1,110
    Are we talking about customers that have a contract or service calls from random previous customers?

    If it is contract were you have a specific time to respond and you do PM services you should make one Tech a PM tech who fields calls when you and the other guy are doing an install.

    You or the other tech should be able to get the two man required stuff done and then one should be able to finish it alone.

    I would personally get your customers use to the fact they cant get service immediately and a time will have to be scheduled. Which will make a great selling point for your customer becoming a contracted customer, quicker response time.

    I would set up a PM group and an install group. Your PM group should always have work. When your install group doesn't have an install to do they should be fielding service calls. Your PM group should only work on contracted customers and be the most knowledgeable. Your new techs should shadow the PM techs for awhile.

    Short of that hiring more techs.

    Just remember if you are always rushing to the next job you are hurting your clients and yourself.

    So Dlove and me got the same thought process.
    If you're too "open" minded, your brains will fall out.
    Artificial intelligence is no match for natural stupidity.

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